API docs by Redocly

Mitel CX SDK (1.0.0.0)

Download OpenAPI specification:

Cases

Provides access to Cases.

OData Get all cases.

query Parameters
offset
integer <int32>
Default: -2147483648
global
boolean
Default: false
siteId
string <guid>

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a single case.

path Parameters
id
required
string

Case id

monthYearCreated
required
string

Month/year created. Example: 122018 for 12th month of year 2018. Default value will be current month and year if no value is entered

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "State": 0,
  • "StateModifiedOn": "2019-08-24T14:15:22Z",
  • "Subject": "string",
  • "LastMediaType": 0,
  • "LastQueueName": "string",
  • "LastQueueId": "string",
  • "LastQueueReporting": "string",
  • "LastQueueDialable": "string",
  • "LastAgentName": "string",
  • "LastAgentId": "string",
  • "LastAgentReporting": "string",
  • "TimeOfferedToLastQueue": "2019-08-24T14:15:22Z",
  • "DurationInLastQueue": "string",
  • "TimeOfferedToLastAgent": "2019-08-24T14:15:22Z",
  • "TimeOfLastAgentResponse": "2019-08-24T14:15:22Z",
  • "TimeOfLastCustomerResponse": "2019-08-24T14:15:22Z",
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "ClosedOn": "2019-08-24T14:15:22Z",
  • "WasReopened": true,
  • "Likes": 0,
  • "Reuses": 0,
  • "Suggestable": true,
  • "LastWarningReason": "string",
  • "LastWarnedBy": "string",
  • "LastWarnedOn": "2019-08-24T14:15:22Z",
  • "GlobalReplyTemplateId": "string",
  • "Notes": [
    ],
  • "UserNotes": [
    ],
  • "Contacts": [
    ],
  • "Directory": [
    ],
  • "AgentIdToNotify": "string",
  • "NotificationDateTime": "2019-08-24T14:15:22Z",
  • "MediaTypes": [
    ],
  • "Queues": [
    ],
  • "Agents": [
    ]
}

Chat

Provides access to multimedia Chat functions.

Get a list of Personal Reply Template folders

Responses

Response samples

Content type
application/json
{
  • "Label": "string",
  • "Children": [
    ],
  • "NoLeaf": true,
  • "Data": {
    }
}

Get a list of Personal Reply Templates

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Chat_GetReplyTemplatesBaseDirectory

Responses

Response samples

Content type
application/json
"string"

Chat_GetReplyTemplate

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
{
  • "Path": "string",
  • "Template": "string",
  • "TemplateName": "string"
}

Check to see if the MICCSDK can access the desired reply template file

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
"string"

Check to see if the MICCSDK can access the desired reply template directory

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
"string"

Get a list of personal reply template file names

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Get personal reply template content File name

query Parameters
fileName
required
string

Responses

Response samples

Content type
application/json
{
  • "String": "string"
}

Peek if Cloudlink chat transcript is ready interaction Id

path Parameters
interactionId
required
string <guid>

Responses

Response samples

Content type
application/json
true

Get Cloudlink chat tag interaction Id interaction Id

path Parameters
interactionId
required
string <guid>
tagId
required
string

Responses

Response samples

Content type
application/json
true

Get Cloudlink chat transcript interaction Id employee Id

path Parameters
interactionId
required
string <guid>
employeeId
required
string <guid>

Responses

Response samples

Content type
application/json
{
  • "Body": "string"
}

Dnis

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the telephone number the caller dials. This assists agents who handle calls for more than one business or product line. Each business or product line has its own toll-free number. When a caller dials a toll-free number, the telephone system forwards information to the agent so the agent can identify who the caller dialed. For example, a caller dials a toll-free number for a cruise line. The telephone system sends a script to the agent along with the call. The agent then knows to answer 'Good morning. Thank you for calling Southern Cruises', instead of the name of another cruise line serviced by the center.
Also used for CLIP (Calling Line Identification Presentation) numbers
Provides access to dnis numbers

OData Get dnis numbers

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a dnis number Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Dnis ID or Name

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "Reporting": "string",
  • "PhoneNumber": "string",
  • "MediaServerRefId": "string",
  • "ShortAbandon": "string",
  • "ServiceLevel": "string",
  • "CarrierPlanRefId": "string",
  • "CallTypeRefId": "string",
  • "RateRefId": "string",
  • "SubscriberPlanRefId": "string",
  • "SubscriberPlanCallTypeRefId": "string",
  • "SubscriberPlanRateRefId": "string",
  • "UseAsDefault": true
}

Email

Provides access to multimedia Email functions.

Get a reusable email for the given to

query Parameters
to
required
string

to

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get an email.

path Parameters
conversationId
required
string

Conversation id

getEmailType
required
string

GetEmailType of the email we're requesting. Valid values are: FailedSendDraft, BounceDetectedDraft, ForwardDraft, NewDraft, ReplyDraft, Worktimer, Preview, PreviewQueueDraft

monthYearCreated
required
string

Month/year created. Example: 122018 for 12th month 2018 year. Default value will be current month and year if no value is entered

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get an email's image.

path Parameters
conversationId
required
string

Conversation id

resourceId
required
string

Image resource id

Responses

Response samples

Content type
application/json
"string"

Get an email's attachment.

path Parameters
conversationId
required
string

Conversation id

query Parameters
fileName
required
string

File name

Responses

Response samples

Content type
application/json
"string"

Get queue emails that can be used for setting the from address

path Parameters
conversationId
required
string

Conversation id

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a list of Personal Reply Template folders

Responses

Response samples

Content type
application/json
{
  • "Label": "string",
  • "Children": [
    ],
  • "NoLeaf": true,
  • "Data": {
    }
}

Get a list of Personal Reply Templates

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Email_GetReplyTemplatesBaseDirectory

Responses

Response samples

Content type
application/json
"string"

Email_GetReplyTemplate

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
{
  • "Path": "string",
  • "Template": "string",
  • "TemplateName": "string"
}

Check to see if the MICCSDK can access the desired reply template file

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
"string"

Check to see if the MICCSDK can access the desired reply template directory

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
"string"

Get a list of personal reply template file names

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Get personal reply template content File name

query Parameters
fileName
required
string

Responses

Response samples

Content type
application/json
{
  • "String": "string"
}

GlobalReplyTemplate

Provides access to Global Reply Templates. Using the keyword "me" instead of an ID will return data in the context of the calling user.

OData Get global reply templates

query Parameters
offset
integer <int32>
Default: -2147483648

Date offset

siteId
string <guid>

Site ID

search
string
Default: ""

Search query

skip
integer <int32>
Default: 0

Number of items to skip

top
integer <int32>
Default: 25

Page size

media
string

Media filter (Unspecified, Email, Chat, or Sms)

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Create a new Global Reply Template.

Request Body schema: application/json
_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

Id
string

Gets or sets the unique identifier for the reply template.

SiteId
required
string <guid>

Gets or sets the identifier of the site associated with the template.

CreatedOn
required
string <date-time>

Gets or sets the date and time when the template was created.

ModifiedOn
required
string <date-time>

Gets or sets the date and time when the template was last modified.

CustomerText
string

Gets or sets the customer text associated with the template.

Template
string

Gets or sets the template content.

TemplateText
string

Gets or sets the text content of the template.

Media
string

Gets or sets the media type associated with the template.

Tags
string

Gets or sets the tags associated with the template.

Array of objects (QueueModel)

Gets or sets the list of queues to which the template is associated.

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "CustomerText": "string",
  • "Template": "string",
  • "TemplateText": "string",
  • "Media": "string",
  • "Tags": "string",
  • "Queues": [
    ]
}

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "CustomerText": "string",
  • "Template": "string",
  • "TemplateText": "string",
  • "Media": "string",
  • "Tags": "string",
  • "Queues": [
    ]
}

Get a single global reply template.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "CustomerText": "string",
  • "Template": "string",
  • "TemplateText": "string",
  • "Media": "string",
  • "Tags": "string",
  • "Queues": [
    ]
}

Update a Global Reply Template.

path Parameters
id
required
string
Request Body schema: application/json
_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

Id
string

Gets or sets the unique identifier for the reply template.

SiteId
required
string <guid>

Gets or sets the identifier of the site associated with the template.

CreatedOn
required
string <date-time>

Gets or sets the date and time when the template was created.

ModifiedOn
required
string <date-time>

Gets or sets the date and time when the template was last modified.

CustomerText
string

Gets or sets the customer text associated with the template.

Template
string

Gets or sets the template content.

TemplateText
string

Gets or sets the text content of the template.

Media
string

Gets or sets the media type associated with the template.

Tags
string

Gets or sets the tags associated with the template.

Array of objects (QueueModel)

Gets or sets the list of queues to which the template is associated.

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "CustomerText": "string",
  • "Template": "string",
  • "TemplateText": "string",
  • "Media": "string",
  • "Tags": "string",
  • "Queues": [
    ]
}

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "CustomerText": "string",
  • "Template": "string",
  • "TemplateText": "string",
  • "Media": "string",
  • "Tags": "string",
  • "Queues": [
    ]
}

Delete a Global Reply Template.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

GlobalReplyTemplate_GetGlobalReplyTemplateTags

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

WarningReason

Provides access to warning reasons

OData Get warning reasons

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a warning reason

path Parameters
id
required
string

Warning reason name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "Name": "string"
}

WebHook

Endpoints for registering webhooks and retrieving call recordings. This API supports real-time data updates through the SignalR hub "employeeHub".

Registers a webhook with MiccSDK to allow OSCMS to receive requests. Access control: Local Administrator or Enterprise Administrator Role

Request Body schema: application/json

The webhook model containing the URL and token.

_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

id
required
string <guid>

Gets or sets the unique identifier of the model.

name
string

Gets or sets the name of the model.

Url
string

Webhook URL

Token
string

Authentication token for the webhook

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "Url": "string",
  • "Token": "string"
}

Response samples

Content type
application/json
"string"

Retrieves a list of all registered Webhooks. Access control: Can be used only by system-level users.

Responses

Response samples

Content type
application/json
{
  • "WebhookList": [
    ]
}

Retrieves all registered extensions for all OSCMS.

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Retrieves call recordings associated with a specific caseId and callId.

path Parameters
caseId
required
string

The unique identifier of the case.

callId
required
string

The unique identifier of the call.

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Downloads a specific recording file by its ID.

path Parameters
recordingId
required
string

The unique identifier of the recording.

Responses

Response samples

Content type
application/json
"string"

Play a specific recording file by its ID.

path Parameters
recordingId
required
string

The unique identifier of the recording.

Responses

Response samples

Content type
application/json
"string"

Extension

Provides access to extensions

OData Get all extensions. "$expand" options are limited to two expands. Only singular options can be expanded. Access control: May view real-time information on the devices contained in this list only

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get an extension. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Id, name or reporting

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "Reporting": "string",
  • "MediaType": 0,
  • "MediaServer": "string",
  • "MediaServerRefId": "string",
  • "Name": "string",
  • "IsMitaiEnabled": true,
  • "AcdEnabled": true
}

Sms

Provides access to multimedia SMS functions.

Get sms queues that can be used for setting the from field

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a list of Personal Reply Template folders

Responses

Response samples

Content type
application/json
{
  • "Label": "string",
  • "Children": [
    ],
  • "NoLeaf": true,
  • "Data": {
    }
}

Get a list of Personal Reply Templates

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Get the Reply Template Base Directory

Responses

Response samples

Content type
application/json
"string"

Get ReplyTemplate

query Parameters
filePath
required
string

Responses

Response samples

Content type
application/json
{
  • "Path": "string",
  • "Template": "string",
  • "TemplateName": "string"
}

Get a list of personal reply template file names

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Get personal reply template content File name

query Parameters
fileName
required
string

Responses

Response samples

Content type
application/json
{
  • "String": "string"
}

Diagnostics

Experimental
Provides administrative access to Diagnostic Commands

Get the subscription count of an employee state monitor. Id, username or me

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

Add an employee state monitor. Id, username or me If set to true (default), don't add a monitor if monitor manager already contains it

path Parameters
id
required
string
skipIfContained
required
boolean

Responses

Response samples

Content type
application/json
"string"

Remove an employee state monitor.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

Get the subscription count of an employee's agent state monitors. Id, username or me

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

Add an employee's agent state monitors. Id, username or me If set to true (default), don't add a monitor if monitor manager already contains it

path Parameters
id
required
string
skipIfContained
required
boolean

Responses

Response samples

Content type
application/json
"string"

Remove an employee's agent state monitors.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

Get the subscription count of an employee's agent inbox monitors. Id, username or me

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

Add an employee's agent inbox monitors. Id, username or me If set to true (default), don't add a monitor if monitor manager already contains it

path Parameters
id
required
string
skipIfContained
required
boolean

Responses

Response samples

Content type
application/json
"string"

Remove an employee's agent inbox monitors.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
"string"

Router Diagnostic Commands - allows the ability to query the Router. To get a list of support commands type Help as the CommandName

Request Body schema: application/json
CommandName
string
Value
string

Responses

Request samples

Content type
application/json
{
  • "CommandName": "string",
  • "Value": "string"
}

Response samples

Content type
application/json
"string"

Diagnostics_GetSignalRConnectionsById

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
[
  • "string"
]

Post a problem report

Request Body schema: application/json
Application
string

Gets or sets the name of the application associated with the problem report.

Description
string

Gets or sets the description of the problem or issue reported.

Logs
Array of strings

Gets or sets a collection of log entries related to the problem report.

Responses

Request samples

Content type
application/json
{
  • "Application": "string",
  • "Description": "string",
  • "Logs": [
    ]
}

Response samples

Content type
application/json
"string"

OpenMedia

A generic media type that can be used by third party systems integrators to route individual items not known natively to the contact center. This generic media item could be used to route 'tasks' from a CRM system, video interactions from a kiosk, social media integrations, and much more.
A systems integrator will build middleware that will POST open media interactions to the contact center. The contact center will then route these items to agents based on standard routing rules and workflows.
When an agent accepts the interaction a uri is launched from the agent desktop. This agents workstation must understand how to deal with this uri. For example if it is a web page then this page will render in the agents browser. If it is a link to a word document and / or executable then the item will be attempted to be launched.
All of these calls require authentication. See Authentication for details on obtaining a token

OData Get all active open media items currently being executed in the system. For historical queries use $search='{search term}' to query previously executed open media items. Access control: May view real-time information on the devices contained in this list only

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Create a new open media item to be routed. You can provide Contact information inside the “variableData” field (see below), such as “Name”, “Email”, “Phone” and “MobilePhone”, so the system can identify an existing contact or create a new one for this interaction.

Request Body schema: application/json

While all arguments are optional, you still can't pass in an empty body. If you want to pass in a body with no values then at least one argument must be specified but it can be empty.

TargetUri
string

TargetUri is the link that will be executed and displayed to an agent upon accepting an open media interaction. Typically this is a web page but it can take many other forms. Some examples would be links to files on a file server, or a link to an exe with commandline arguments. If this isn't assigned then a generic page is shown

TargetUriEmbedded
required
boolean

If the targetUri is a web application it may be optionally embedded inside of the agent application. This requires that the targetUri be supported via standard browser IFrames. Default value is (false)

PreviewUrl
string <uri>

PreviewUri is a link to display when viewing an open media interaction in queue. This can be the same link as the targetUri or an informational viewer. If left blank a generic UI is displayed when an open media item has not been accepted.

Id
string

Id will be assigned automatically by the system if not specified. This is used when the id is being provided by a third party system If this isn't assigned then a randomly generated code is genrated

HistoryUrl
string <uri>

HistoryUrl is a url to display when an open media item is displayed inside of the historical archives.

Tenant
string

Required when in Multi-tenanting mode optional otherwise. If this system is in Multi-tenant mode then you must specify the id or the unique name of the tenant for which this open media interaction will apply.

Queue
string

If queue is specified either by Guid, name or reporting number, and the Inbound workflow destination is set to the default OpenMediaDestinationQueue system variable, then the Inbound workflow will automatically route the interaction to the queue specified in the post request. If the post request does not specify a queue, then a queue transfer destination must be specified in the Inbound workflow so the conversation can be routed to the appropriate queue.

From
string

A reference to the originator for this item if applicable. Use this to display a meaningful name in the agent application.

To
string

A reference to the destination for this item if applicable. Use this to display a meaningful name in the agent application.

Subject
string

A reference to a subject for this item if applicable. Use this to display a meaningful name for this interaction in the agent application

object

VariableData is an array of elements that will be assigned to routing variables at run time. This allows you to build complex routing scripts and condionally route based on this information. The key of the element must match a routing variable name. Unknown data elements will be ignored and no error will be thrown. For example, you can provide Contact information such as "Name", "Email", "Phone" and "MobilePhone", so the system can identify an existing contact or create a new one for this interaction.

Responses

Request samples

Content type
application/json
{
  • "TargetUri": "string",
  • "TargetUriEmbedded": true,
  • "PreviewUrl": "http://example.com",
  • "Id": "string",
  • "HistoryUrl": "http://example.com",
  • "Tenant": "string",
  • "Queue": "string",
  • "From": "string",
  • "To": "string",
  • "Subject": "string",
  • "VariableData": {
    }
}

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "ConversationState": 0,
  • "PositionInQueue": 0,
  • "QueueId": "string",
  • "QueueName": "string",
  • "QueueReporting": "string",
  • "AgentName": "string",
  • "AgentId": "string",
  • "AgentReporting": "string",
  • "TimeOfferedToAgent": "2019-08-24T14:15:22Z",
  • "TimeOfferedToQueue": "2019-08-24T14:15:22Z",
  • "TimeOfferedToSystem": "2019-08-24T14:15:22Z"
}

Get an open media conversation. Note that conversation details are only returned if the conversation is in either an InQueue or ACD state. If a conversation is in either Failed or Handled states, then this method will not return conversation details, and will instead return 404/Not Found.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "ConversationState": 0,
  • "PositionInQueue": 0,
  • "QueueId": "string",
  • "QueueName": "string",
  • "QueueReporting": "string",
  • "AgentName": "string",
  • "AgentId": "string",
  • "AgentReporting": "string",
  • "TimeOfferedToAgent": "2019-08-24T14:15:22Z",
  • "TimeOfferedToQueue": "2019-08-24T14:15:22Z",
  • "TimeOfferedToSystem": "2019-08-24T14:15:22Z"
}

It is used to reroute a failed interaction by an employee or complete an interaction by a third party system. To complete an interaction, because the media item is unknown to the contact center it must be ended manually by the agent OR automatically by the third party. If an item is completed while it is in: 1) a queue waiting for routing then this is considered an abandoned item and the queue will be credited with an abandon. 2) the offered/ringing state in the agent's inbox then this is also considered an abandoned item. 3) the accepted/ACD state then it will be marked as handled item.

path Parameters
id
required
string

the interaction id

Request Body schema: application/json

[FromBody] OpenMediaUpdateRequestModel

Action
required
integer
Enum: 0 1

Include the action type by specifying Complete which will cause the item to be completed and trigger the response workflow.

Responses

Request samples

Content type
application/json
{
  • "Action": 0
}

Response samples

Content type
application/json
"string"

OData Get all active open media queues known to this system with links to active conversations in these queues. Access control: May view real-time information on the devices contained in this list only

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Directory

Provides access to the contact directory. This includes Employees, Queues, Database Contacts, Elasticsearch Contacts, and Active Directory Users, Contacts and Groups

OData Get all directory entries. To filter by type, use ?$filter=Type eq Mitel.MiccSdk.Models.DirectoryEntryType'ElasticContact'. See DirectoryEntryType for the list of supported types.

query Parameters
siteId
string <guid>

Only required if using Site Based Security

mediaServerId
string <guid>
voiceOnly
boolean
Default: false

If true, only include results that have a phone or mobilephone number. Applies to Elasticsearch Contacts only.

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Create a new directory entry.

Request Body schema: application/json
_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

Id
string

Gets or sets the unique identifier of the directory entry.

SiteId
required
string <guid>

Gets or sets the unique identifier of the site associated with the directory entry.

Name
string

Gets or sets the name of the directory entry.

Email
string

Gets or sets the email address of the directory entry.

Phone
string

Gets or sets the phone number of the directory entry.

MobilePhone
string

Gets or sets the mobile phone number of the directory entry.

Type
required
integer
Enum: 0 1 2 3 4 5 6 7 8 9

Gets or sets the type of the directory entry (e.g., Employee, Queue, etc.).

object (Presentity)

Gets or sets the presentity information associated with the directory entry.

PhotoUrl
string

Gets or sets the URL for the photo of the directory entry.

object

Gets or sets custom data associated with the directory entry as a dictionary of key-value pairs.

CreatedOn
required
string <date-time>

Gets or sets the date and time when the directory entry was created.

ModifiedOn
required
string <date-time>

Gets or sets the date and time when the directory entry was last modified.

PhoneDialable
string

Gets or sets the dialable phone number of the directory entry.

MobilePhoneDialable
string

Gets or sets the dialable mobile phone number of the directory entry.

VoiceMediaServerType
required
integer
Enum: 0 1 2 3 4 5 6

Gets or sets the media server type for voice communication.

Extension
string

Gets or sets the extension associated with the directory entry.

IsMediaQueueWorkflowValidated
required
boolean

Gets or sets a flag indicating whether the directory entry's media queue workflow is validated.

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "Name": "string",
  • "Email": "string",
  • "Phone": "string",
  • "MobilePhone": "string",
  • "Type": 0,
  • "Presence": {
    },
  • "PhotoUrl": "string",
  • "Custom": {
    },
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "PhoneDialable": "string",
  • "MobilePhoneDialable": "string",
  • "VoiceMediaServerType": 0,
  • "Extension": "string",
  • "IsMediaQueueWorkflowValidated": true
}

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "Name": "string",
  • "Email": "string",
  • "Phone": "string",
  • "MobilePhone": "string",
  • "Type": 0,
  • "Presence": {
    },
  • "PhotoUrl": "string",
  • "Custom": {
    },
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "PhoneDialable": "string",
  • "MobilePhoneDialable": "string",
  • "VoiceMediaServerType": 0,
  • "Extension": "string",
  • "IsMediaQueueWorkflowValidated": true
}

OData Get a single directory entry. If multiple matches are found, nothing is returned.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "Name": "string",
  • "Email": "string",
  • "Phone": "string",
  • "MobilePhone": "string",
  • "Type": 0,
  • "Presence": {
    },
  • "PhotoUrl": "string",
  • "Custom": {
    },
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "PhoneDialable": "string",
  • "MobilePhoneDialable": "string",
  • "VoiceMediaServerType": 0,
  • "Extension": "string",
  • "IsMediaQueueWorkflowValidated": true
}

Update a directory entry.

path Parameters
id
required
string
Request Body schema: application/json
_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

Id
string

Gets or sets the unique identifier of the directory entry.

SiteId
required
string <guid>

Gets or sets the unique identifier of the site associated with the directory entry.

Name
string

Gets or sets the name of the directory entry.

Email
string

Gets or sets the email address of the directory entry.

Phone
string

Gets or sets the phone number of the directory entry.

MobilePhone
string

Gets or sets the mobile phone number of the directory entry.

Type
required
integer
Enum: 0 1 2 3 4 5 6 7 8 9

Gets or sets the type of the directory entry (e.g., Employee, Queue, etc.).

object (Presentity)

Gets or sets the presentity information associated with the directory entry.

PhotoUrl
string

Gets or sets the URL for the photo of the directory entry.

object

Gets or sets custom data associated with the directory entry as a dictionary of key-value pairs.

CreatedOn
required
string <date-time>

Gets or sets the date and time when the directory entry was created.

ModifiedOn
required
string <date-time>

Gets or sets the date and time when the directory entry was last modified.

PhoneDialable
string

Gets or sets the dialable phone number of the directory entry.

MobilePhoneDialable
string

Gets or sets the dialable mobile phone number of the directory entry.

VoiceMediaServerType
required
integer
Enum: 0 1 2 3 4 5 6

Gets or sets the media server type for voice communication.

Extension
string

Gets or sets the extension associated with the directory entry.

IsMediaQueueWorkflowValidated
required
boolean

Gets or sets a flag indicating whether the directory entry's media queue workflow is validated.

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "Name": "string",
  • "Email": "string",
  • "Phone": "string",
  • "MobilePhone": "string",
  • "Type": 0,
  • "Presence": {
    },
  • "PhotoUrl": "string",
  • "Custom": {
    },
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "PhoneDialable": "string",
  • "MobilePhoneDialable": "string",
  • "VoiceMediaServerType": 0,
  • "Extension": "string",
  • "IsMediaQueueWorkflowValidated": true
}

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "SiteId": "string",
  • "Name": "string",
  • "Email": "string",
  • "Phone": "string",
  • "MobilePhone": "string",
  • "Type": 0,
  • "Presence": {
    },
  • "PhotoUrl": "string",
  • "Custom": {
    },
  • "CreatedOn": "2019-08-24T14:15:22Z",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "PhoneDialable": "string",
  • "MobilePhoneDialable": "string",
  • "VoiceMediaServerType": 0,
  • "Extension": "string",
  • "IsMediaQueueWorkflowValidated": true
}

Conversations

Provides access to conversations.

OData Get active interactions currently being processed in the IVR, waiting in queue, and handled by agents.

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get a single interaction.

path Parameters
id
required
string

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "ConversationId": "string",
  • "Type": 0,
  • "CollectedInfo": "string",
  • "Folder": "string",
  • "OwnerId": "string",
  • "CaseId": "string",
  • "Case": "string",
  • "FromAddress": "string",
  • "FromName": "string",
  • "MediaServerId": "string",
  • "MediaServerType": 0,
  • "MediaType": 0,
  • "MediaSpecificInfo": "string",
  • "Subject": "string",
  • "SupplementalDetails": {
    },
  • "SupplementalDetailsDisplayName": {
    },
  • "ToAddress": "string",
  • "ToName": "string",
  • "ConversationState": 0,
  • "MediaFolder": 0,
  • "EstimatedWaitTime": "string",
  • "PositionInQueue": 0,
  • "Priority": 0,
  • "QueueDialable": "string",
  • "QueueId": "string",
  • "QueueName": "string",
  • "QueueReporting": "string",
  • "QueueIsWrapUpTimeEnabled": true,
  • "IsAgentAutoAnswerEnabled": true,
  • "TargetTimeForServiceLevel": "string",
  • "TimeOfferedToQueue": "2019-08-24T14:15:22Z",
  • "TimeOfferedToSystem": "2019-08-24T14:15:22Z",
  • "TransferCount": 0,
  • "AgentFirstName": "string",
  • "AgentId": "string",
  • "AgentLastName": "string",
  • "AgentReporting": "string",
  • "AgentName": "string",
  • "LastAgentAction": 0,
  • "LastAgentActionDate": "2019-08-24T14:15:22Z",
  • "TimeOfferedToAgent": "2019-08-24T14:15:22Z",
  • "TimeOfLastAgentResponse": "2019-08-24T14:15:22Z",
  • "TimeOfLastCustomerResponse": "2019-08-24T14:15:22Z",
  • "Direction": 1,
  • "ClassificationCodeRequired": true,
  • "RelatedTo": "string",
  • "FailedRouteReason": 0,
  • "WorkTimer": "string",
  • "AllowAgentPreview": true,
  • "Variables": {
    },
  • "Contacts": [
    ],
  • "Directory": [
    ],
  • "Temporary": "string",
  • "ANI": "string",
  • "DNIS": "string",
  • "Body": "string",
  • "Cc": "string",
  • "Bcc": "string",
  • "Attachments": [
    ],
  • "OriginSmtpRefId": "string",
  • "OriginalMessageIdReplyingTo": "string",
  • "OriginalMessageIdForwardingFrom": "string",
  • "MonthYearCreated": "string",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "Likes": 0,
  • "Reuses": 0,
  • "Suggestable": true,
  • "LastWarningReason": "string",
  • "LastWarnedBy": "string",
  • "LastWarnedOn": "2019-08-24T14:15:22Z",
  • "GlobalReplyTemplateId": "string",
  • "Native": true,
  • "CallRecordingUrl": "string",
  • "ReseizeTimerValue": "string",
  • "SupportsRecording": true,
  • "CanRecord": true,
  • "IsRecording": true,
  • "TaggedSilentMonitoredAgentReporting": "string",
  • "TaggedSilentMonitoredAgentId": "string",
  • "TaggedSilentMonitoredEmployeeId": "string",
  • "TaggedSilentMonitoredEmployeeLineUri": "string"
}

Allows variables to be inserted into the realtime stream that will get shown in WebIgnite

path Parameters
id
required
string
Request Body schema: application/json

CallDetailsDataModel

Array of objects (KeyValuePairOfStringAndString)

This is a list of key value pairs of data that will be stored in the enterprise server to be shown in WebIgnite

Responses

Request samples

Content type
application/json
{
  • "Variables": [
    ]
}

Response samples

Content type
application/json
{
  • "Variables": [
    ]
}

History

Experimental

OData Get indexed interactions (historical or active). The "$search" option is mandatory in the request string. For instance, to find the last voice interaction handled by an agent in the UTC-5 time zone, call with these parameters $search='\_exists\_:lastagentid;media:Voice' $top=1 $orderby=timeOfferedToSystem desc offset=300 global=true Access control: May view real-time information on the devices contained in this list only

query Parameters
offset
integer <int32>
Default: -2147483648

Difference in minutes between the time on the server and the Universal Coordinated Time (Values west of GMT must be positive, values east of GMT must be negative). This offset is used to properly show time values in your local time zone.

global
boolean
Default: false

Set to true to perform a global search (requires supervisor license, which is the case when this API is called from an IVR workflow)

siteId
string <guid>

Only required if using Site Based Security

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

History_GetHistoryCount

query Parameters
global
boolean
Default: false
siteId
string <guid>

Responses

Response samples

Content type
application/json
0
0

MediaServer

Provides access to media servers

OData Get all media servers

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a media server

path Parameters
id
required
string

Media server name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "IpAddressOrDnsName": "string",
  • "SiteRefId": "string",
  • "ServerRefId": "string",
  • "MediaType": 0,
  • "MediaServerType": 0,
  • "InboundRoutingWorkflowRefId": "string",
  • "OutboundRoutingWorkflowRefId": "string",
  • "ResponseRoutingWorkflowRefId": "string",
  • "InboundRoutingEnabled": true,
  • "OutboundRoutingEnabled": true,
  • "ResponseRoutingEnabled": true,
  • "Username": "string",
  • "Password": "string",
  • "MailServers": [
    ],
  • "MinDigitsDialed": 0,
  • "IsDirectMediaEnabled": true,
  • "ServerType": 0,
  • "CTIServer": "string",
  • "IsAgentGreetingWorkflowValidated": true,
  • "CloudlinkEnabled": true,
  • "SessionIdleTimeout": 0,
  • "AllowAgentPreview": true,
  • "UseAgentNickname": true
}

Get all media server times

Responses

Response samples

Content type
application/json
{
  • "property1": "2019-08-24T14:15:22Z",
  • "property2": "2019-08-24T14:15:22Z"
}

MailServer

Provides access to media servers associated to this enterprise

OData Get all mail servers

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a mail server.

path Parameters
id
required
string

Id

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "SmtpServer": "string",
  • "SmtpUsesSsl": true,
  • "SmtpPort": 0,
  • "SmtpConnectionTimeoutSeconds": 0,
  • "SmtpFromName": "string",
  • "SmtpFromEmail": "string",
  • "SmtpAuthenticationRequired": true,
  • "SmtpUsername": "string",
  • "SmtpPassword": "string",
  • "SmtpDomain": "string",
  • "IncommingServerName": "string",
  • "IncommingEnableTLS": true,
  • "IncommingPort": 0,
  • "IncommingConnectionTimeout": 0,
  • "IncommingFolder": "string",
  • "IncomingEmailAliases": "string",
  • "IncommingUserInfoSameAsOutgoingUserInfo": true,
  • "IncommingUsername": "string",
  • "IncommingPassword": "string",
  • "IncommingDomain": "string"
}

ReasonCode

Provides access to reason codes

OData Get reason codes

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a reason code

path Parameters
id
required
string

Reason code name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "Name": "string",
  • "Reporting": "string",
  • "Type": "string",
  • "SiteRefId": "string"
}

Site

Provides access to information relating to sites and / or tenants in the system.

OData Get sites / tenants in the system Access control: May access the sites contained in this list only. When tenanting mode is enabled only allows access to callers tenant.

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a site Access control: May access the sites contained in this list only. When tenanting mode is enabled only allows access to callers tenant.

path Parameters
id
required
string

Site name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "TimeZone": "string",
  • "Language": "string",
  • "MailServerRefId": "string",
  • "StoragePath": "string",
  • "IsAgentGreetingEnabled": true
}

Agents

Provides access to agent related information.

OData Get all agents. "$expand" options are limited to two expands. Only singular options can be expanded. Access control: May view real-time information on the devices contained in this list only

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get agent states. Access control: Requires "May view real-time information on the devices contained in this list only"

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get an agent. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Agent name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "Reporting": "string",
  • "MediaType": 0,
  • "MediaServer": "string",
  • "MediaServerRefId": "string",
  • "FirstName": "string",
  • "LastName": "string",
  • "EmployeeRefId": "string",
  • "Photourl": "string",
  • "IsHotDesking": true,
  • "IsExternalHotDeskingEnabled": true,
  • "HotDeskExternalDialingPrefix": "string",
  • "HotDeskExternalNumber": "string",
  • "IsSip": true,
  • "IntegratedSoftphonePassword": "string",
  • "GatewayMediaServerRefId": "string"
}

OData Get the state of an agent. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Id, username or reporting

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "FirstName": "string",
  • "LastName": "string",
  • "Reporting": "string",
  • "EmployeeRefId": "string",
  • "MediaServerRefId": "string",
  • "MediaType": 0,
  • "MediaServerType": 0,
  • "CurrentState": 0,
  • "EnteredStateOn": "2019-08-24T14:15:22Z",
  • "Reason": "string",
  • "PhotoUrl": "string",
  • "OpenMediaSlots": 0,
  • "AcdConversationsToday": 0,
  • "NonAcdConversationsToday": 0,
  • "PresentInAgentGroups": [
    ],
  • "OccupiedDurationToday": "string",
  • "AcdDurationToday": "string",
  • "DoNotDisturbDurationToday": "string",
  • "HoldAcdDurationToday": "string",
  • "HoldNonAcdDurationToday": "string",
  • "HoldOutboundDurationToday": "string",
  • "MakeBusyDurationToday": "string",
  • "NonAcdDurationToday": "string",
  • "OutboundDurationToday": "string",
  • "WorkTimerDurationToday": "string",
  • "AverageAnsweredDurationToday": "string",
  • "LoggedInDurationToday": "string",
  • "LastLoginTime": "2019-08-24T14:15:22Z",
  • "LastLogoffTime": "2019-08-24T14:15:22Z",
  • "LoggedInNotPresentDurationToday": "string",
  • "ExternalAnswerDurationToday": "string",
  • "WorkloadLimit": 0,
  • "CurrentActive": 0,
  • "CurrentWorktimer": 0,
  • "AverageTime": "string",
  • "TotalAcdDuration": "string",
  • "TotalNonAcdDuration": "string",
  • "UnavailablePercentToday": 0,
  • "OutboundConversationsToday": 0,
  • "ExternalOutboundConversationsToday": 0,
  • "ExternalInboundConversationsToday": 0,
  • "AvailableState": 1,
  • "CoacherDN": "string",
  • "IsSilentMonitored": true
}

Agent_GetAgentGroups

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get an agent group. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Id, username or reporting

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "Reporting": "string",
  • "VoiceMediaServerRefId": "string",
  • "IsVoiceEnabled": true,
  • "IsEmailEnabled": true,
  • "IsChatEnabled": true,
  • "IsSmsEnabled": true,
  • "IsOpenMediaEnabled": true
}

Get all agent states for an agent group. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Agent Group name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get concurrent agent logins and license information.

Responses

Response samples

Content type
application/json
{
  • "ActiveVoiceAgents": 0,
  • "MaximumVoiceAgents": 0,
  • "ActiveMultimediaAgents": 0,
  • "MaximumMultimediaAgents": 0,
  • "BlockedVoiceAgents": "string",
  • "BlockedMultimediaAgents": "string",
  • "BlockedEmployeeCount": 0,
  • "IsVoiceLicenseAvailable": true,
  • "IsMultimediaLicenseAvailable": true,
  • "InVoiceAlarmState": true,
  • "InMultimediaAlarmState": true,
  • "LastAlarmUpdate": "string"
}

Get all agents members of an agent group. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Agent Group name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get the Integrated Softphone information of an agent.

path Parameters
id
required
string

The Agent's Id, reporting number, or me

Responses

Response samples

Content type
application/json
{
  • "GatewayMediaServerType": "string",
  • "GatewayMediaServerDomain": "string",
  • "GatewayMediaServerPort": "string",
  • "GatewayMediaServerConsumerId": "string",
  • "GatewayMediaServerSharedSecret": "string",
  • "IntegratedSoftphonePassword": "string",
  • "JwtIssuer": "string"
}

Employee

Using the keyword "me" instead of an ID will return data in the context of the calling user. This API supports real-time data updates through the signalR hub "employeeHub".

OData Get all employees. "$expand" options are limited to two expands. Only singular options can be expanded. Access control: May view real-time information on the devices contained in this list only

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Update the state of a list of employees Access control: Requires "May change the real-time states of agents and queues in Interactive Contact Center"

Request Body schema: application/json

A list of employee states to update

Array
State
required
integer (PresenceAvailability)
Enum: 0 1 2 3 4 5

0 = Unknown 1 = Available 2 = Busy 3 = DoNotDisturb 4 = Away 5 = Offline

Reason
string
AvailableReason
required
integer (AvailableReason)
Enum: 0 1 2 3 4

0 = Available 1 = ClearWorkTimer 2 = ClearBusy 3 = ClearDoNotDisturb 4 = Login

DeviceId
string
HotDeskBaseExtension
string
HotDeskPin
string
IsHotDeskExternal
required
boolean
HotDeskAgentReporting
string
IsCloudlinkAuthenticated
boolean

Responses

Request samples

Content type
application/json
[
  • {
    }
]

Response samples

Content type
application/json
"string"

OData Get an employee. Supports "$expand" up to two expansions. Example: "/employee/me?$expand=state" returns the employee with their state expanded in the embedded details Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "Name": "string",
  • "FirstName": "string",
  • "LastName": "string",
  • "NickName": "string",
  • "Reporting": "string",
  • "Email": "string",
  • "Username": "string",
  • "LineUri": "string",
  • "SiteRefId": "string",
  • "SecurityRoleRefId": "string",
  • "Language": "string",
  • "SupervisorLicenseType": 0,
  • "PhotoUrl": "string",
  • "CanStartStopRecording": true,
  • "IsEnabledForVoice": true,
  • "VoiceMediaServerNameOrId": "string",
  • "IsEnabledForEmail": true,
  • "EmailMediaServerNameOrId": "string",
  • "IsEnabledForChat": true,
  • "ChatMediaServerNameOrId": "string",
  • "IsEnabledForSMS": true,
  • "SmsMediaServerNameOrId": "string",
  • "IsEnabledForOpenMedia": true,
  • "OpenMediaServerNameOrId": "string",
  • "IsRealTime": true,
  • "CloudlinkId": "string",
  • "LastModified": "2019-08-24T14:15:22Z",
  • "IsMaySeeAllQueuesEnabled": true,
  • "IsLicensedForWFS": true,
  • "IsCloudlinkChat": true,
  • "IsOSCMSRecorderEnabled": true
}

Upload user profile picture Access control: Using "me" is always allowed.

path Parameters
id
required
string

Id, username or me

Request Body schema: application/json

[FromBody] User image data encoded in base64

Base64String
string

Gets or sets the Base64-encoded string representing the file content.

object

Gets or sets the configuration for the file upload.

Responses

Request samples

Content type
application/json
{
  • "Base64String": "string",
  • "Config": {
    }
}

Response samples

Content type
application/json
"string"

OData Get agent groups for an employee Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get queues for an employee Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get extensions for an employee Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get the state of an employee. Note that the agent presences are snapshots from the last employee state changed event. If an agent state change does not affect the overriding employee state, it will not be updated on this object until the next employee state change. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "Name": "string",
  • "FirstName": "string",
  • "LastName": "string",
  • "Reporting": "string",
  • "PhotoUrl": "string",
  • "Presence": {
    },
  • "AcdChatConversationsToday": 0,
  • "AcdEmailConversationsToday": 0,
  • "AcdOpenMediaConversationsToday": 0,
  • "AcdSmsConversationsToday": 0,
  • "AcdVoiceConversationsToday": 0,
  • "FirstAgentLoginTimeToday": "2019-08-24T14:15:22Z",
  • "LastAgentLogoutTimeToday": "2019-08-24T14:15:22Z",
  • "EnteredStateOn": "2019-08-24T14:15:22Z",
  • "TimeMediaServerId": "string"
}

Update the state of an employee Access control: Using "me" is always allowed. Anything else requires "May change the real-time states of agents and queues in Interactive Contact Center"

path Parameters
id
required
string

Id, username or me

Request Body schema: application/json

State of an employee. Used to Login / Logout agents.. set busy etc.

State
required
integer (PresenceAvailability)
Enum: 0 1 2 3 4 5

0 = Unknown 1 = Available 2 = Busy 3 = DoNotDisturb 4 = Away 5 = Offline

Reason
string
AvailableReason
required
integer (AvailableReason)
Enum: 0 1 2 3 4

0 = Available 1 = ClearWorkTimer 2 = ClearBusy 3 = ClearDoNotDisturb 4 = Login

DeviceId
string
HotDeskBaseExtension
string
HotDeskPin
string
IsHotDeskExternal
required
boolean
HotDeskAgentReporting
string
IsCloudlinkAuthenticated
boolean

Responses

Request samples

Content type
application/json
{
  • "State": 0,
  • "Reason": "string",
  • "AvailableReason": 0,
  • "DeviceId": "string",
  • "HotDeskBaseExtension": "string",
  • "HotDeskPin": "string",
  • "IsHotDeskExternal": true,
  • "HotDeskAgentReporting": "string",
  • "IsCloudlinkAuthenticated": true
}

Response samples

Content type
application/json
"string"

OData Get the agent group precense of an employee Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Update the agent group presence of an employee Access control: Using "me" requires "May control my real-time presence status in ICC". Anything else requires "May control real-time presene of devices contained in this list only".

path Parameters
id
required
string

Id, username or me

Request Body schema: application/json

Employee's agent group presence state

_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

count
integer <int64>

Gets or sets the count of resources in the collection.

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "count": 0
}

Response samples

Content type
application/json
"string"

OData Get the agent group presence of an employee for a particular group Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

groupid
required
string

id or name of the agent group

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Update the agent group presence of an employee Access control: Using "me" requires "May control my real-time presence status in ICC". Anything else requires "May control real-time presene of devices contained in this list only".

path Parameters
id
required
string

Id, username or me

groupid
required
string

Agent group id

Request Body schema: application/json

Employee's agent group presence state

_links
any

Gets or sets the links associated with the resource.

_embedded
any

Gets or sets the embedded resources associated with the resource.

Id
required
string <guid>

Gets or sets the unique identifier of the employee agent group.

Name
string

Gets or sets the name of the employee agent group.

Reporting
string

Gets or sets the reporting information associated with the employee agent group.

Array of objects (EmployeeAgentGroupStatus)

Gets or sets the collection of employee agent group statuses.

Responses

Request samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "Name": "string",
  • "Reporting": "string",
  • "Statuses": [
    ]
}

Response samples

Content type
application/json
"string"

OData Get all "Busy" and "Do Not Disturb" reason codes allowed for an employee Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get all account codes allowed for an employee Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get all greetings for an employee. By default, the names are empty. Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

Id, username or me

Responses

Response samples

Content type
application/json
{
  • "isDefault": true,
  • "DefaultGreeting": "string",
  • "Greetings": [
    ],
  • "QueueGreetings": [
    ]
}

Start an outbound call to an agent to record their default greeting or a queue greeting Access control: Using "me" is always allowed. Third party requests are deined

path Parameters
id
required
string

Id, username or me

Request Body schema: application/json

Container holding the recording file name

RecordingName
string
IsDefault
required
boolean

Responses

Request samples

Content type
application/json
{
  • "RecordingName": "string",
  • "IsDefault": true
}

Response samples

Content type
application/json
"string"

Updates an employee's agent greeting Access control: Using "me" is always allowed. Third party requests are deined

path Parameters
id
required
string

Id, username or me

actionName
required
string

Action name

fileToDelete
required
string

File being deleted (if applicable)

Request Body schema: application/json

Container holding the updated greeting model

isDefault
required
boolean
DefaultGreeting
string
Greetings
Array of strings
Array of objects (QueueGreetingModel)

Responses

Request samples

Content type
application/json
{
  • "isDefault": true,
  • "DefaultGreeting": "string",
  • "Greetings": [
    ],
  • "QueueGreetings": [
    ]
}

Response samples

Content type
application/json
"string"

OData Get active conversations in an employee's inbox Access control: Using "me" is always allowed. A supervisor license is required for anything else.

path Parameters
id
required
string

Id, username or me

query Parameters
type
string
Default: ""

active, drafts, or failed. Leave empty for all three types unioned

refreshMonitors
boolean
Default: false

Removes and adds inbox monitors for id if set to true

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Update a list of conversations in an employees inbox Access control: Using "me" is always allowed. Supervisors are allowed to transfer any conversation.

path Parameters
id
required
string

Id, username or me

Request Body schema: application/json

[FromBody] Conversation update model

Array
Id
string
ConversationAction
required
integer (ConversationActionType)
Enum: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41

0 = Unknown 1 = Accept 2 = AutoAnswer 3 = Decline 4 = Junk 5 = NoReply 6 = Hold 7 = RemoveHold 8 = Transfer 9 = Pick 10 = End 11 = EnterAccountCode 12 = EnterClassificationCode 13 = Tag 14 = Invite 15 = ConferenceAction 16 = Delete 17 = Save 18 = Send 19 = Dtmf 20 = Cancel 21 = ConsultationCall 22 = Forward 23 = JunkFailed 24 = Retry 25 = Reroute 26 = ChangeCase 27 = EnhancedTransfer 28 = CompleteTransfer 29 = SwapHold 30 = Preview 31 = CancelRequestHelp 32 = Like 33 = UndoLike 34 = Reuse 35 = Dislike 36 = Warn 37 = RemoveWarning 38 = LinkToTemplate 39 = UnlinkTemplate 40 = StartRecord 41 = StopRecord

TransferDestinationType
required
integer (TransferDestinationType)
Enum: 0 1 2 3 4

0 = Queue 1 = Employee 2 = External 3 = VoiceMail 4 = EndPoint

ConferenceAction
required
integer (ConferenceActionType)
Enum: 0 1 2 3 4 5 6 7

0 = Hold 1 = RemoveHold 2 = Mute 3 = Unmute 4 = Deaf 5 = Undeaf 6 = Kick 7 = Play

TransferDestination
string
ConferenceMember
string
Invitees
Array of strings
AccountCodeId
string
DtmfDigit
string
LastTimeDigitPressed
required
string <date-time>
Array of objects (KeyValuePairOfStringAndString)
MediaServerType
required
integer (NodeTypes)
Enum: 0 1 2 3 4 5 6 7 8 10 11 12 13 14 15 16 17 18 19 21 22 23

0 = Unknown 1 = SX200ACD 2 = SX2000ACD 3 = SX200ACDwithRealTime 4 = SX2000UCD 5 = SX2000withMiTAI 6 = Reserved6 7 = MCCEmail 8 = Reserved8 10 = Motive 11 = WallBoard 12 = Reserved12 13 = Reserved13 14 = MCCWebChat 15 = ICP3300 16 = ICP3300withMiTAI 17 = MCCOpenMedia 18 = CCS6120 19 = Intertel5000 21 = VWM 22 = MCCSms 23 = SIP

ActualTransferDestinationType
string
MediaType
string
TransferType
required
integer (ConversationTransferType)
Enum: 0 1 2 3 4

0 = VoiceBlindTransfer 1 = VoiceSupervisedTransfer 2 = VoiceQueuedTransfer 3 = VoiceInviteTransfer 4 = MccTransfer

Responses

Request samples

Content type
application/json
[
  • {
    }
]

Response samples

Content type
application/json
"string"

Start a new conversation (Voice, SMS) or initiate a silent monitor session Access control: Using "me" is always allowed. Third party requests are denied

path Parameters
id
required
string

Id, username or me

Request Body schema: application/json

[FromBody] Container holding the agent outbound call information

Type
required
integer (ConversationRequestType)
Enum: 0 1 2 3 4 5 6 7 8 9

0 = Chat 1 = Email 2 = Sms 3 = OpenMedia 4 = Voice 5 = VoiceNone 6 = VoiceSilent 7 = VoiceWhisper 8 = VoiceBarge 9 = RequestHelp

To
string
From
string
FromName
string
Subject
string
RelatedConversationId
string
Case
string
Array of objects (LightDirectoryEntryModel)

Responses

Request samples

Content type
application/json
{
  • "Type": 0,
  • "To": "string",
  • "From": "string",
  • "FromName": "string",
  • "Subject": "string",
  • "RelatedConversationId": "string",
  • "Case": "string",
  • "LightDirectoryEntryModels": [
    ]
}

Response samples

Content type
application/json
"string"

Get a conversation Access control: Using "me" is always allowed. A supervisor license is required for anything else.

path Parameters
id
required
string

Id, username or me

conversationId
required
string

Conversation id

query Parameters
waitTimeMs
integer <int32>
Default: 2000

Time to wait for a conversation to appear in the list. Long poll. Default 2 seconds

waitTimeForCallDetailsMs
integer <int32>
Default: 0

Time to wait for additional call details to appear in the conversation's supplmental details since these can be delayed by up to one second (i.e. slow queue controller, linking, etc...)

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "ConversationId": "string",
  • "Type": 0,
  • "CollectedInfo": "string",
  • "Folder": "string",
  • "OwnerId": "string",
  • "CaseId": "string",
  • "Case": "string",
  • "FromAddress": "string",
  • "FromName": "string",
  • "MediaServerId": "string",
  • "MediaServerType": 0,
  • "MediaType": 0,
  • "MediaSpecificInfo": "string",
  • "Subject": "string",
  • "SupplementalDetails": {
    },
  • "SupplementalDetailsDisplayName": {
    },
  • "ToAddress": "string",
  • "ToName": "string",
  • "ConversationState": 0,
  • "MediaFolder": 0,
  • "EstimatedWaitTime": "string",
  • "PositionInQueue": 0,
  • "Priority": 0,
  • "QueueDialable": "string",
  • "QueueId": "string",
  • "QueueName": "string",
  • "QueueReporting": "string",
  • "QueueIsWrapUpTimeEnabled": true,
  • "IsAgentAutoAnswerEnabled": true,
  • "TargetTimeForServiceLevel": "string",
  • "TimeOfferedToQueue": "2019-08-24T14:15:22Z",
  • "TimeOfferedToSystem": "2019-08-24T14:15:22Z",
  • "TransferCount": 0,
  • "AgentFirstName": "string",
  • "AgentId": "string",
  • "AgentLastName": "string",
  • "AgentReporting": "string",
  • "AgentName": "string",
  • "LastAgentAction": 0,
  • "LastAgentActionDate": "2019-08-24T14:15:22Z",
  • "TimeOfferedToAgent": "2019-08-24T14:15:22Z",
  • "TimeOfLastAgentResponse": "2019-08-24T14:15:22Z",
  • "TimeOfLastCustomerResponse": "2019-08-24T14:15:22Z",
  • "Direction": 1,
  • "ClassificationCodeRequired": true,
  • "RelatedTo": "string",
  • "FailedRouteReason": 0,
  • "WorkTimer": "string",
  • "AllowAgentPreview": true,
  • "Variables": {
    },
  • "Contacts": [
    ],
  • "Directory": [
    ],
  • "Temporary": "string",
  • "ANI": "string",
  • "DNIS": "string",
  • "Body": "string",
  • "Cc": "string",
  • "Bcc": "string",
  • "Attachments": [
    ],
  • "OriginSmtpRefId": "string",
  • "OriginalMessageIdReplyingTo": "string",
  • "OriginalMessageIdForwardingFrom": "string",
  • "MonthYearCreated": "string",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "Likes": 0,
  • "Reuses": 0,
  • "Suggestable": true,
  • "LastWarningReason": "string",
  • "LastWarnedBy": "string",
  • "LastWarnedOn": "2019-08-24T14:15:22Z",
  • "GlobalReplyTemplateId": "string",
  • "Native": true,
  • "CallRecordingUrl": "string",
  • "ReseizeTimerValue": "string",
  • "SupportsRecording": true,
  • "CanRecord": true,
  • "IsRecording": true,
  • "TaggedSilentMonitoredAgentReporting": "string",
  • "TaggedSilentMonitoredAgentId": "string",
  • "TaggedSilentMonitoredEmployeeId": "string",
  • "TaggedSilentMonitoredEmployeeLineUri": "string"
}

Update a conversation in an employees inbox Access control: Using "me" is always allowed. Supervisors are allowed to transfer any conversation. conversationAction: must be specified at a minimum. The following values are supported Accept, Decline, Junk, NoReply, Hold, RemoveHold, Transfer, Pick, End, EnterAccountCode, EnterClassificationCode, Tag, Invite, ConferenceAction, Delete, Save, Send, Dtmf

path Parameters
id
required
string

Id, username or me

conversationId
required
string

Conversation id

Request Body schema: application/json

[FromBody]Conversation update model

Id
string
ConversationAction
required
integer (ConversationActionType)
Enum: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41

0 = Unknown 1 = Accept 2 = AutoAnswer 3 = Decline 4 = Junk 5 = NoReply 6 = Hold 7 = RemoveHold 8 = Transfer 9 = Pick 10 = End 11 = EnterAccountCode 12 = EnterClassificationCode 13 = Tag 14 = Invite 15 = ConferenceAction 16 = Delete 17 = Save 18 = Send 19 = Dtmf 20 = Cancel 21 = ConsultationCall 22 = Forward 23 = JunkFailed 24 = Retry 25 = Reroute 26 = ChangeCase 27 = EnhancedTransfer 28 = CompleteTransfer 29 = SwapHold 30 = Preview 31 = CancelRequestHelp 32 = Like 33 = UndoLike 34 = Reuse 35 = Dislike 36 = Warn 37 = RemoveWarning 38 = LinkToTemplate 39 = UnlinkTemplate 40 = StartRecord 41 = StopRecord

TransferDestinationType
required
integer (TransferDestinationType)
Enum: 0 1 2 3 4

0 = Queue 1 = Employee 2 = External 3 = VoiceMail 4 = EndPoint

ConferenceAction
required
integer (ConferenceActionType)
Enum: 0 1 2 3 4 5 6 7

0 = Hold 1 = RemoveHold 2 = Mute 3 = Unmute 4 = Deaf 5 = Undeaf 6 = Kick 7 = Play

TransferDestination
string
ConferenceMember
string
Invitees
Array of strings
AccountCodeId
string
DtmfDigit
string
LastTimeDigitPressed
required
string <date-time>
Array of objects (KeyValuePairOfStringAndString)
MediaServerType
required
integer (NodeTypes)
Enum: 0 1 2 3 4 5 6 7 8 10 11 12 13 14 15 16 17 18 19 21 22 23

0 = Unknown 1 = SX200ACD 2 = SX2000ACD 3 = SX200ACDwithRealTime 4 = SX2000UCD 5 = SX2000withMiTAI 6 = Reserved6 7 = MCCEmail 8 = Reserved8 10 = Motive 11 = WallBoard 12 = Reserved12 13 = Reserved13 14 = MCCWebChat 15 = ICP3300 16 = ICP3300withMiTAI 17 = MCCOpenMedia 18 = CCS6120 19 = Intertel5000 21 = VWM 22 = MCCSms 23 = SIP

ActualTransferDestinationType
string
MediaType
string
TransferType
required
integer (ConversationTransferType)
Enum: 0 1 2 3 4

0 = VoiceBlindTransfer 1 = VoiceSupervisedTransfer 2 = VoiceQueuedTransfer 3 = VoiceInviteTransfer 4 = MccTransfer

Responses

Request samples

Content type
application/json
{
  • "Id": "string",
  • "ConversationAction": 0,
  • "TransferDestinationType": 0,
  • "ConferenceAction": 0,
  • "TransferDestination": "string",
  • "ConferenceMember": "string",
  • "Invitees": [
    ],
  • "AccountCodeId": "string",
  • "DtmfDigit": "string",
  • "LastTimeDigitPressed": "2019-08-24T14:15:22Z",
  • "Tags": [
    ],
  • "MediaServerType": 0,
  • "ActualTransferDestinationType": "string",
  • "MediaType": "string",
  • "TransferType": 0
}

Response samples

Content type
application/json
"string"

Queue

Provides access to queue related information. This API supports real-time data updates through the SignalR hub "queueHub".

OData Access control: Requires "May view real-time information on the devices contained in this list only"

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get my queues states. Commonly referred to as "Queue Now". Access control: Requires "May view real-time information on the devices contained in this list only"

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

OData Get a queue Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The id or name of a queue

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "Reporting": "string",
  • "MediaType": 0,
  • "MediaServerRefId": "string",
  • "Members": [
    ],
  • "IsClassificationCodeEnabled": true,
  • "Dialable": "string",
  • "GenerateStatsDuringBusinessHoursOnly": true,
  • "BusinessHoursRefId": "string",
  • "BusinessSchedule": {
    },
  • "ServiceLevel": "string",
  • "MediaServer": "string",
  • "IsRealTime": true
}

Delete a queue Access control: YourSite Explorer, Device Configuration, Full Control

path Parameters
id
required
string

The id or name of a queue

Responses

Response samples

Content type
application/json
"string"

OData Get all members of a queue group. Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Queue name or ID or reporting

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a queue's state. Commonly referred to as "Queue Now". Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The id or name of a queue

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "AbandonedConversationsAverageDurationToday": "string",
  • "AbandonedConversationsInTheLast15Minutes": 0,
  • "AbandonedConversationsInTheLastHour": 0,
  • "AbandonedConversationsPercentageInTheLast15Minutes": 0,
  • "AbandonedConversationsPercentageInTheLastHour": 0,
  • "AbandonedConversationsPercentageToday": 0,
  • "AbandonedConversationsToday": 0,
  • "AgentLoggedInTotalDurationToday": "string",
  • "AgentsAvailable": 0,
  • "AgentsIdle": 0,
  • "AgentsOnAcdConversations": 0,
  • "AgentsOnNonAcdConversations": 0,
  • "AgentsOnOutboundConversations": 0,
  • "AgentsUnavailable": 0,
  • "AgentsUnavailableInTheLast15Minutes": 0,
  • "AgentsUnavailableInTheLastHour": 0,
  • "AnsweredConversationsAverageDurationInTheLast15Minutes": "string",
  • "AnsweredConversationsAverageDurationInTheLastHour": "string",
  • "AnsweredConversationsAverageDurationToday": "string",
  • "AnsweredConversationsByAgentGroup1Today": 0,
  • "AnsweredConversationsByAgentGroup2Today": 0,
  • "AnsweredConversationsByAgentGroup3Today": 0,
  • "AnsweredConversationsByAgentGroup4Today": 0,
  • "AnsweredConversationsInTheLast15Minutes": 0,
  • "AnsweredConversationsInTheLastHour": 0,
  • "AnsweredConversationsPercentageByAgentGroup1Today": 0,
  • "AnsweredConversationsPercentageByAgentGroup2Today": 0,
  • "AnsweredConversationsPercentageByAgentGroup3Today": 0,
  • "AnsweredConversationsPercentageByAgentGroup4Today": 0,
  • "AnsweredConversationsPercentageInTheLast15Minutes": 0,
  • "AnsweredConversationsPercentageInTheLastHour": 0,
  • "AnsweredConversationsPercentageToday": 0,
  • "AnsweredConversationsToday": 0,
  • "ConversationAverageDurationInTheLast15Minutes": "string",
  • "ConversationAverageDurationInTheLastHour": "string",
  • "ConversationAverageDurationToday": "string",
  • "ConversationTotalDurationToday": "string",
  • "EstimatedWaitTimeForNewConversations": "string",
  • "InterflowedConversationsInTheLast15Minutes": 0,
  • "InterflowedConversationsInTheLastHour": 0,
  • "InterflowedConversationsToday": 0,
  • "IsInDoNotDisturb": true,
  • "LongestWaitingConversationDuration": "string",
  • "LongestWaitingStartedTime": "2019-08-24T14:15:22Z",
  • "LongestWaitingStartedTimeMediaServerId": "string",
  • "MakeBusyTotalDurationToday": "string",
  • "OfferedConversationsInTheLast15Minutes": 0,
  • "OfferedConversationsInTheLastHour": 0,
  • "OfferedConversationsToday": 0,
  • "Name": "string",
  • "Reporting": "string",
  • "IsGroup": true,
  • "MediaType": 0,
  • "RequeuedConversationsToday": 0,
  • "ServiceLevelPercentageInTheLast15Minutes": 0,
  • "ServiceLevelPercentageInTheLastHour": 0,
  • "ServiceLevelPercentageToday": 0,
  • "ServiceLevelGoalPercentage": 0,
  • "TimeOfLastReceivedUpdate": "2019-08-24T14:15:22Z",
  • "TransfersToUnavailableQueue": 0,
  • "TransfersToUnavailableQueueTotalToday": 0,
  • "WaitingConversations": 0,
  • "WorkTimerTotalDurationToday": "string"
}

Get conversations currently waiting in queue Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The id or name of a queue

query Parameters
offset
integer <int32>
Default: -2147483648

Timezone offset on the client

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Update a list of conversations currently waiting in queue. Email operations like Junk and No Reply are supported. Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The id or name of the queue

Request Body schema: application/json

A list of conversations to update

Array
Id
string
ConversationAction
required
integer (ConversationActionType)
Enum: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41

0 = Unknown 1 = Accept 2 = AutoAnswer 3 = Decline 4 = Junk 5 = NoReply 6 = Hold 7 = RemoveHold 8 = Transfer 9 = Pick 10 = End 11 = EnterAccountCode 12 = EnterClassificationCode 13 = Tag 14 = Invite 15 = ConferenceAction 16 = Delete 17 = Save 18 = Send 19 = Dtmf 20 = Cancel 21 = ConsultationCall 22 = Forward 23 = JunkFailed 24 = Retry 25 = Reroute 26 = ChangeCase 27 = EnhancedTransfer 28 = CompleteTransfer 29 = SwapHold 30 = Preview 31 = CancelRequestHelp 32 = Like 33 = UndoLike 34 = Reuse 35 = Dislike 36 = Warn 37 = RemoveWarning 38 = LinkToTemplate 39 = UnlinkTemplate 40 = StartRecord 41 = StopRecord

TransferDestinationType
required
integer (TransferDestinationType)
Enum: 0 1 2 3 4

0 = Queue 1 = Employee 2 = External 3 = VoiceMail 4 = EndPoint

ConferenceAction
required
integer (ConferenceActionType)
Enum: 0 1 2 3 4 5 6 7

0 = Hold 1 = RemoveHold 2 = Mute 3 = Unmute 4 = Deaf 5 = Undeaf 6 = Kick 7 = Play

TransferDestination
string
ConferenceMember
string
Invitees
Array of strings
AccountCodeId
string
DtmfDigit
string
LastTimeDigitPressed
required
string <date-time>
Array of objects (KeyValuePairOfStringAndString)
MediaServerType
required
integer (NodeTypes)
Enum: 0 1 2 3 4 5 6 7 8 10 11 12 13 14 15 16 17 18 19 21 22 23

0 = Unknown 1 = SX200ACD 2 = SX2000ACD 3 = SX200ACDwithRealTime 4 = SX2000UCD 5 = SX2000withMiTAI 6 = Reserved6 7 = MCCEmail 8 = Reserved8 10 = Motive 11 = WallBoard 12 = Reserved12 13 = Reserved13 14 = MCCWebChat 15 = ICP3300 16 = ICP3300withMiTAI 17 = MCCOpenMedia 18 = CCS6120 19 = Intertel5000 21 = VWM 22 = MCCSms 23 = SIP

ActualTransferDestinationType
string
MediaType
string
TransferType
required
integer (ConversationTransferType)
Enum: 0 1 2 3 4

0 = VoiceBlindTransfer 1 = VoiceSupervisedTransfer 2 = VoiceQueuedTransfer 3 = VoiceInviteTransfer 4 = MccTransfer

Responses

Request samples

Content type
application/json
[
  • {
    }
]

Response samples

Content type
application/json
"string"

Get a conversation details waiting in a queue Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The ID or name of the queue

conversationId
required
string

The conversation ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "ConversationId": "string",
  • "Type": 0,
  • "CollectedInfo": "string",
  • "Folder": "string",
  • "OwnerId": "string",
  • "CaseId": "string",
  • "Case": "string",
  • "FromAddress": "string",
  • "FromName": "string",
  • "MediaServerId": "string",
  • "MediaServerType": 0,
  • "MediaType": 0,
  • "MediaSpecificInfo": "string",
  • "Subject": "string",
  • "SupplementalDetails": {
    },
  • "SupplementalDetailsDisplayName": {
    },
  • "ToAddress": "string",
  • "ToName": "string",
  • "ConversationState": 0,
  • "MediaFolder": 0,
  • "EstimatedWaitTime": "string",
  • "PositionInQueue": 0,
  • "Priority": 0,
  • "QueueDialable": "string",
  • "QueueId": "string",
  • "QueueName": "string",
  • "QueueReporting": "string",
  • "QueueIsWrapUpTimeEnabled": true,
  • "IsAgentAutoAnswerEnabled": true,
  • "TargetTimeForServiceLevel": "string",
  • "TimeOfferedToQueue": "2019-08-24T14:15:22Z",
  • "TimeOfferedToSystem": "2019-08-24T14:15:22Z",
  • "TransferCount": 0,
  • "AgentFirstName": "string",
  • "AgentId": "string",
  • "AgentLastName": "string",
  • "AgentReporting": "string",
  • "AgentName": "string",
  • "LastAgentAction": 0,
  • "LastAgentActionDate": "2019-08-24T14:15:22Z",
  • "TimeOfferedToAgent": "2019-08-24T14:15:22Z",
  • "TimeOfLastAgentResponse": "2019-08-24T14:15:22Z",
  • "TimeOfLastCustomerResponse": "2019-08-24T14:15:22Z",
  • "Direction": 1,
  • "ClassificationCodeRequired": true,
  • "RelatedTo": "string",
  • "FailedRouteReason": 0,
  • "WorkTimer": "string",
  • "AllowAgentPreview": true,
  • "Variables": {
    },
  • "Contacts": [
    ],
  • "Directory": [
    ],
  • "Temporary": "string",
  • "ANI": "string",
  • "DNIS": "string",
  • "Body": "string",
  • "Cc": "string",
  • "Bcc": "string",
  • "Attachments": [
    ],
  • "OriginSmtpRefId": "string",
  • "OriginalMessageIdReplyingTo": "string",
  • "OriginalMessageIdForwardingFrom": "string",
  • "MonthYearCreated": "string",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "Likes": 0,
  • "Reuses": 0,
  • "Suggestable": true,
  • "LastWarningReason": "string",
  • "LastWarnedBy": "string",
  • "LastWarnedOn": "2019-08-24T14:15:22Z",
  • "GlobalReplyTemplateId": "string",
  • "Native": true,
  • "CallRecordingUrl": "string",
  • "ReseizeTimerValue": "string",
  • "SupportsRecording": true,
  • "CanRecord": true,
  • "IsRecording": true,
  • "TaggedSilentMonitoredAgentReporting": "string",
  • "TaggedSilentMonitoredAgentId": "string",
  • "TaggedSilentMonitoredEmployeeId": "string",
  • "TaggedSilentMonitoredEmployeeLineUri": "string"
}

Update a conversation waiting in a queue Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The ID or name of the queue

conversationId
required
string

The conversation ID

Request Body schema: application/json

The details of the conversation. Email operations like Junk/No Reply are supported.

Id
string
ConversationAction
required
integer (ConversationActionType)
Enum: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41

0 = Unknown 1 = Accept 2 = AutoAnswer 3 = Decline 4 = Junk 5 = NoReply 6 = Hold 7 = RemoveHold 8 = Transfer 9 = Pick 10 = End 11 = EnterAccountCode 12 = EnterClassificationCode 13 = Tag 14 = Invite 15 = ConferenceAction 16 = Delete 17 = Save 18 = Send 19 = Dtmf 20 = Cancel 21 = ConsultationCall 22 = Forward 23 = JunkFailed 24 = Retry 25 = Reroute 26 = ChangeCase 27 = EnhancedTransfer 28 = CompleteTransfer 29 = SwapHold 30 = Preview 31 = CancelRequestHelp 32 = Like 33 = UndoLike 34 = Reuse 35 = Dislike 36 = Warn 37 = RemoveWarning 38 = LinkToTemplate 39 = UnlinkTemplate 40 = StartRecord 41 = StopRecord

TransferDestinationType
required
integer (TransferDestinationType)
Enum: 0 1 2 3 4

0 = Queue 1 = Employee 2 = External 3 = VoiceMail 4 = EndPoint

ConferenceAction
required
integer (ConferenceActionType)
Enum: 0 1 2 3 4 5 6 7

0 = Hold 1 = RemoveHold 2 = Mute 3 = Unmute 4 = Deaf 5 = Undeaf 6 = Kick 7 = Play

TransferDestination
string
ConferenceMember
string
Invitees
Array of strings
AccountCodeId
string
DtmfDigit
string
LastTimeDigitPressed
required
string <date-time>
Array of objects (KeyValuePairOfStringAndString)
MediaServerType
required
integer (NodeTypes)
Enum: 0 1 2 3 4 5 6 7 8 10 11 12 13 14 15 16 17 18 19 21 22 23

0 = Unknown 1 = SX200ACD 2 = SX2000ACD 3 = SX200ACDwithRealTime 4 = SX2000UCD 5 = SX2000withMiTAI 6 = Reserved6 7 = MCCEmail 8 = Reserved8 10 = Motive 11 = WallBoard 12 = Reserved12 13 = Reserved13 14 = MCCWebChat 15 = ICP3300 16 = ICP3300withMiTAI 17 = MCCOpenMedia 18 = CCS6120 19 = Intertel5000 21 = VWM 22 = MCCSms 23 = SIP

ActualTransferDestinationType
string
MediaType
string
TransferType
required
integer (ConversationTransferType)
Enum: 0 1 2 3 4

0 = VoiceBlindTransfer 1 = VoiceSupervisedTransfer 2 = VoiceQueuedTransfer 3 = VoiceInviteTransfer 4 = MccTransfer

Responses

Request samples

Content type
application/json
{
  • "Id": "string",
  • "ConversationAction": 0,
  • "TransferDestinationType": 0,
  • "ConferenceAction": 0,
  • "TransferDestination": "string",
  • "ConferenceMember": "string",
  • "Invitees": [
    ],
  • "AccountCodeId": "string",
  • "DtmfDigit": "string",
  • "LastTimeDigitPressed": "2019-08-24T14:15:22Z",
  • "Tags": [
    ],
  • "MediaServerType": 0,
  • "ActualTransferDestinationType": "string",
  • "MediaType": "string",
  • "TransferType": 0
}

Response samples

Content type
application/json
"string"

Queue_GetGroupStates

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Experimental Get a queue group state. Commonly referred to as "Queue Now". Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
id
required
string

The id or name of a queue

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "AbandonedConversationsAverageDurationToday": "string",
  • "AbandonedConversationsInTheLast15Minutes": 0,
  • "AbandonedConversationsInTheLastHour": 0,
  • "AbandonedConversationsPercentageInTheLast15Minutes": 0,
  • "AbandonedConversationsPercentageInTheLastHour": 0,
  • "AbandonedConversationsPercentageToday": 0,
  • "AbandonedConversationsToday": 0,
  • "AgentLoggedInTotalDurationToday": "string",
  • "AgentsAvailable": 0,
  • "AgentsIdle": 0,
  • "AgentsOnAcdConversations": 0,
  • "AgentsOnNonAcdConversations": 0,
  • "AgentsOnOutboundConversations": 0,
  • "AgentsUnavailable": 0,
  • "AgentsUnavailableInTheLast15Minutes": 0,
  • "AgentsUnavailableInTheLastHour": 0,
  • "AnsweredConversationsAverageDurationInTheLast15Minutes": "string",
  • "AnsweredConversationsAverageDurationInTheLastHour": "string",
  • "AnsweredConversationsAverageDurationToday": "string",
  • "AnsweredConversationsByAgentGroup1Today": 0,
  • "AnsweredConversationsByAgentGroup2Today": 0,
  • "AnsweredConversationsByAgentGroup3Today": 0,
  • "AnsweredConversationsByAgentGroup4Today": 0,
  • "AnsweredConversationsInTheLast15Minutes": 0,
  • "AnsweredConversationsInTheLastHour": 0,
  • "AnsweredConversationsPercentageByAgentGroup1Today": 0,
  • "AnsweredConversationsPercentageByAgentGroup2Today": 0,
  • "AnsweredConversationsPercentageByAgentGroup3Today": 0,
  • "AnsweredConversationsPercentageByAgentGroup4Today": 0,
  • "AnsweredConversationsPercentageInTheLast15Minutes": 0,
  • "AnsweredConversationsPercentageInTheLastHour": 0,
  • "AnsweredConversationsPercentageToday": 0,
  • "AnsweredConversationsToday": 0,
  • "ConversationAverageDurationInTheLast15Minutes": "string",
  • "ConversationAverageDurationInTheLastHour": "string",
  • "ConversationAverageDurationToday": "string",
  • "ConversationTotalDurationToday": "string",
  • "EstimatedWaitTimeForNewConversations": "string",
  • "InterflowedConversationsInTheLast15Minutes": 0,
  • "InterflowedConversationsInTheLastHour": 0,
  • "InterflowedConversationsToday": 0,
  • "IsInDoNotDisturb": true,
  • "LongestWaitingConversationDuration": "string",
  • "LongestWaitingStartedTime": "2019-08-24T14:15:22Z",
  • "LongestWaitingStartedTimeMediaServerId": "string",
  • "MakeBusyTotalDurationToday": "string",
  • "OfferedConversationsInTheLast15Minutes": 0,
  • "OfferedConversationsInTheLastHour": 0,
  • "OfferedConversationsToday": 0,
  • "Name": "string",
  • "Reporting": "string",
  • "IsGroup": true,
  • "MediaType": 0,
  • "RequeuedConversationsToday": 0,
  • "ServiceLevelPercentageInTheLast15Minutes": 0,
  • "ServiceLevelPercentageInTheLastHour": 0,
  • "ServiceLevelPercentageToday": 0,
  • "ServiceLevelGoalPercentage": 0,
  • "TimeOfLastReceivedUpdate": "2019-08-24T14:15:22Z",
  • "TransfersToUnavailableQueue": 0,
  • "TransfersToUnavailableQueueTotalToday": 0,
  • "WaitingConversations": 0,
  • "WorkTimerTotalDurationToday": "string"
}

Get a conversation details waiting in a queue group Access control: Requires "May view real-time information on the devices contained in this list only"

path Parameters
qid
required
string

The ID or name of the queue

cid
required
string

The conversation ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "ConversationId": "string",
  • "Type": 0,
  • "CollectedInfo": "string",
  • "Folder": "string",
  • "OwnerId": "string",
  • "CaseId": "string",
  • "Case": "string",
  • "FromAddress": "string",
  • "FromName": "string",
  • "MediaServerId": "string",
  • "MediaServerType": 0,
  • "MediaType": 0,
  • "MediaSpecificInfo": "string",
  • "Subject": "string",
  • "SupplementalDetails": {
    },
  • "SupplementalDetailsDisplayName": {
    },
  • "ToAddress": "string",
  • "ToName": "string",
  • "ConversationState": 0,
  • "MediaFolder": 0,
  • "EstimatedWaitTime": "string",
  • "PositionInQueue": 0,
  • "Priority": 0,
  • "QueueDialable": "string",
  • "QueueId": "string",
  • "QueueName": "string",
  • "QueueReporting": "string",
  • "QueueIsWrapUpTimeEnabled": true,
  • "IsAgentAutoAnswerEnabled": true,
  • "TargetTimeForServiceLevel": "string",
  • "TimeOfferedToQueue": "2019-08-24T14:15:22Z",
  • "TimeOfferedToSystem": "2019-08-24T14:15:22Z",
  • "TransferCount": 0,
  • "AgentFirstName": "string",
  • "AgentId": "string",
  • "AgentLastName": "string",
  • "AgentReporting": "string",
  • "AgentName": "string",
  • "LastAgentAction": 0,
  • "LastAgentActionDate": "2019-08-24T14:15:22Z",
  • "TimeOfferedToAgent": "2019-08-24T14:15:22Z",
  • "TimeOfLastAgentResponse": "2019-08-24T14:15:22Z",
  • "TimeOfLastCustomerResponse": "2019-08-24T14:15:22Z",
  • "Direction": 1,
  • "ClassificationCodeRequired": true,
  • "RelatedTo": "string",
  • "FailedRouteReason": 0,
  • "WorkTimer": "string",
  • "AllowAgentPreview": true,
  • "Variables": {
    },
  • "Contacts": [
    ],
  • "Directory": [
    ],
  • "Temporary": "string",
  • "ANI": "string",
  • "DNIS": "string",
  • "Body": "string",
  • "Cc": "string",
  • "Bcc": "string",
  • "Attachments": [
    ],
  • "OriginSmtpRefId": "string",
  • "OriginalMessageIdReplyingTo": "string",
  • "OriginalMessageIdForwardingFrom": "string",
  • "MonthYearCreated": "string",
  • "ModifiedOn": "2019-08-24T14:15:22Z",
  • "Likes": 0,
  • "Reuses": 0,
  • "Suggestable": true,
  • "LastWarningReason": "string",
  • "LastWarnedBy": "string",
  • "LastWarnedOn": "2019-08-24T14:15:22Z",
  • "GlobalReplyTemplateId": "string",
  • "Native": true,
  • "CallRecordingUrl": "string",
  • "ReseizeTimerValue": "string",
  • "SupportsRecording": true,
  • "CanRecord": true,
  • "IsRecording": true,
  • "TaggedSilentMonitoredAgentReporting": "string",
  • "TaggedSilentMonitoredAgentId": "string",
  • "TaggedSilentMonitoredEmployeeId": "string",
  • "TaggedSilentMonitoredEmployeeLineUri": "string"
}

Status

Provides status information of the state of the server and its core functions

Returns status information of the server. Access control: Any user

Responses

Response samples

Content type
application/json
{
  • "ServerUpTime": "string",
  • "ServerTime": "2019-08-24T14:15:22Z",
  • "ApplicationUpTime": "string",
  • "IsReady": true,
  • "IsRealtimeConnected": true,
  • "IsDataAccessConnected": true
}

ApplicationProfile

Experimental

Get all application profiles for a given application. Access control: May view real-time information on the devices contained in this list only

path Parameters
appname
required
string

Application name

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get an application profile for a given application and profile name or id. Access control: May view real-time information on the devices contained in this list only

path Parameters
appname
required
string

Application name

profilenameorid
required
string

Profile name or id

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "Id": "string",
  • "Name": "string",
  • "Application": "string",
  • "Site": "string"
}

Prompt

Experimental
Provides access to prompts for voice routing workflows

OData Get voice routing prompts Access control: May view real-time information on the devices contained in this list only

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get a voice routing prompt Access control: May view real-time information on the devices contained in this list only

path Parameters
id
required
string

Prompt name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string"
}

Variables

Experimental
Provides access to routing variables

OData Get IVR Variables

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "count": 0,
  • "_embedded": {
    }
}

Get an IVR Variable

path Parameters
id
required
string

Variable name or ID

Responses

Response samples

Content type
application/json
{
  • "_links": null,
  • "_embedded": null,
  • "id": "string",
  • "name": "string",
  • "Description": "string",
  • "SendToDesktop": true,
  • "ShowOnAgentToaster": true,
  • "DisplayName": "string",
  • "IsReadOnly": true,
  • "Type": 0,
  • "CategoryType": 0
}